CSM Magazine

NOVEMBER 2, 2023

” “We are thrilled to partner with Foundever and bring AI Coach to thousands of agents to ensure exceptional customer experiences for global brands,” said Brian Tuite, co-founder and CEO of Zenarate. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

CSM Magazine

APRIL 12, 2023

Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency. Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency. About Calabrio Calabrio is a trusted ally to leading brands.

APIs 52

APIs Coaching Analytics Morale 52

CSM Magazine

OCTOBER 24, 2023

Data Explorer: AAA NE The ‘Data Explorer’, knowing how to capitalize on the goldmine of contact centre data, was awarded to AAA Northeast. A touchpoint dashboard for each quality program gave teams access to specific performance coaching during monthly supervisor meetings. For more information visit Calabrio.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

OCTOBER 17, 2023

The good news is UK contact centres appear to be on the right track by recognising the importance of agent wellbeing. The majority (88%) rank engagement scores as the top measurement metric of the future ahead of traditional customer-centric measurement criteria including customer effort and wait times/service levels (78%) or NPS (76%).

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

OCTOBER 10, 2023

While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. For more tips on how to improve AHTs in your contact centre, visit www.calabrio.com.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

JANUARY 18, 2023

Calabrio is an innovative disruptor in the cloud-first contact center market, across enterprises of all sizes. I look forward to guiding Calabrio into its next phase of strategic growth as we expand our efforts to optimize the contact center customer experience.”

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

CSM Magazine

NOVEMBER 14, 2023

The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. Listen to Your Agents Contact centre managers around the world have different ways to improve agent engagement. About the Author Dave Hoekstra is Product Evangelist at Calabrio.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

SEPTEMBER 21, 2023

Read the full State of the Contact Centre report. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

JUNE 8, 2023

The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. About Calabrio Calabrio is a trusted ally to leading brands.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Enterprise Customer centricity 52

Fonolo

JANUARY 14, 2020

Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders. Kate Nasser.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

FEBRUARY 8, 2023

The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. To learn more about where you go for software, visit www.g2.com

Customer Service 52

Customer Service Customer centricity Coaching Contact Center 52

CSM Magazine

APRIL 18, 2023

When it comes to agent skills, remember that how you make your customers feel is just as important as whether you solve their problems. Re-assess performance metrics and coaching techniques to guide agents in delivering fast, efficient service with empathy. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

APRIL 25, 2023

The beauty of these analytics-fuelled innovations is they are also beneficial to management, enabling supervisors for example, to uncover potential knowledge and skills gaps to refine and strengthen agent coaching and training.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

OCTOBER 18, 2022

The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

OCTOBER 18, 2022

The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

MAY 30, 2023

The digital foundation of customer-centric contact centers, Calabrio helps enrich and interpret human interactions, empowering the contact center as a brand guardian.

Chatbots 52

Chatbots Self service Customer centricity Contact Center 52

CSM Magazine

NOVEMBER 9, 2022

The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. About Calabrio. Calabrio is a trusted ally to leading brands.

Marketing 52

Marketing Customer centricity SaaS Contact Center 52

CSM Magazine

SEPTEMBER 15, 2022

In the eyes of the consumer, contact centres are not doing enough to empower agents on the channels that have the most impact on brand perception,” says Blake Morgan, customer experience futurist and Calabrio Customer Connect (C3) keynote speaker. About Calabrio . Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Chatbots Contact Center Customer centricity 52

CSM Magazine

OCTOBER 25, 2022

The marketplace is very competitive, and Calabrio will continue to establish itself as a trusted ally by staying ahead of customer needs,” said Toben. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

Callminer

FEBRUARY 21, 2018

Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

AUGUST 8, 2023

References – State of the Contact Center 2022. The digital foundation of customer-centric contact centres, Calabrio helps enrich and interpret human interactions, empowering the contact centre as a brand guardian. About the Author Dave Hoekstra is Product Evangelist at Calabrio.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

CSM Magazine

JANUARY 25, 2023

These clever tools release intelligent insights that give frontline staff a complete understanding of their end-to-end interactions including mood on every step of the customer journey. Meanwhile, they help supervisors uncover potential knowledge and skills gaps to refine and strengthen agent coaching and training.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Laura Lakhwara – Senior Manager, Customer Success, UiPath.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Netomi

NOVEMBER 8, 2021

Service desk chatbot tools act as the first line of defense interacting with customers to automatically resolve highly repeatable tickets. They can recommend responses to agents or even coach agents in real-time. Whether you’re looking for customized surveys, AI-powered Salesforce chatbots , agent routing and productivity.

Chatbots 52

Chatbots Enterprise Self service CRM 52

CSM Magazine

DECEMBER 5, 2017

Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z. Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important.

Customer Service 80

Customer Service Gamification Self service CRM 80